Returns & Exchanges
If something isn’t right, we’ll take care of it — simply and calmly.
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Get in Touch
If something isn’t right, please contact us at info@sapphirewillow.com within 30 days of receiving your order.
We'll guide you form there.
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We Review
We’ll carefully review your request and consider the best way to resolve it.
Our focus is always a fair and thoughtful outcome. -
Resolution
We’ll arrange an exchange, refund, or another suitable solution.
If a return is needed, we’ll guide you through it clearly.
A simple process, so you can return to calm.
Everything you need to know
How refunds & exchanges work
Once you contact us, we’ll review your request and guide you through the next steps.
In some cases, we may ask for the item to be returned.
Where appropriate, we may offer an exchange, refund, or alternative solution.
Return conditions
We offer a 30-day window from delivery.
Where a return is required, items must be:
- Unused and in original condition
- In original packaging
- Accompanied by proof of purchase
Journals
Our journals are designed to be used and lived in.
Because of this, we can only accept returns on journals that are completely unused.
We’re unable to accept returns on any journal that has been written in or altered.
Wellness products
For hygiene and safety reasons, we cannot accept returns on opened or used wellness products.
This includes candles, scents, oils, and similar items once opened.
UK/EU cooling-off period
If your order is delivered within the UK or European Union, you have the legal right to cancel your order within 14 days of receiving it, for any reason.
To exercise this right, you must notify us within the 14-day period.
Items must still be returned:
- Unused
- In original condition and packaging
- With proof of purchase
This right does not apply to:
- Opened or used wellness products, such as candles, scents, or oils
- Personalised or custom-made items
